Contact center software platforms have the capacity to perform traditional call center operations like inbound queuing, call routing, outbound contacting and more.
It is no secret that technological advancements these days are happening at a fast pace. What may be on trend today may become obsolete in the coming months. As we all know by now, technology plays a huge part in every business, especially with the contact center industry.
Organizations always have to utilize up-to-date contact center platforms to offer the best customer service experience to their patrons.
Contact center software platform: An overview
A contact center software platform is what enables companies to offer a unified customer service experience to their customers. It is responsible for providing businesses with the necessary tools needed for a fully functioning contact center.
Contact center software platforms have the capacity to perform traditional call center operations like inbound queuing, call routing, outbound contacting and more. Since a contact center has a multichannel service, it is also equipped with management tools for other communication platforms like social media, text SMS, email, web chat, and more.
A typical contact center software platform has the following features:
- Incoming calls distribution
- A managed phone number assignment for outbound calls
- Infrastructure for call assignment, monitoring, and placement
- Call tracking and monitoring
- Universal communications, interactive voice response, and universal que management
- Speech analytics
Five contact center software platforms to help your business stand out
To help you get a hold of the right contact center platform to use for your business, here we have outlined five software platforms you can choose from:
Talkdesk
Talkdesk is a cloud type contact center platform that is built with enterprise-class performance and consumer-like experience. It enables you to adapt to the evolving needs of both your workforce and the ever changing demands of your customers.
The software features end-to-end solutions for all your required necessities to be able to provide the best customer experience.
Genesys PureConnect
Genesys PureConnect has an all-in-one omnichannel solution that is perfectly tailored for mid-sized to large organizations. This type of software platform is available for both in cloud and on premise. In addition, it is simple to manage, and is easily customizable according to your type of service requirements.Â
Genesys Engage
Genesys Engage is a customer engagement platform that can be used by various organizations. It is perfect for contact centers that have multiple or multi-national locations, including the outsourcing industry.
It utilizes artificial intelligence and machine learning to help you easily manage both your customer and employee journey effectively.
CloudTalk
Cloudtalk is a cloud based phone software that is built specifically for sales and support teams. It has over 50 advanced calling features and other necessary tools needed for CRM, helpdesk and your own e-commerce platforms. This type of software platform is good for startups, SMEs, and e-commerce.Â
DialPad contact center
Dialpad is also a cloud based platform that features an easy-to-use interface for your inbound call services. It has also a real-time coaching with other native integrations to help support your helpdesk and ticketing systems.Â
What we have discussed are just a few contact center software platforms you can integrate into your business. Note that contact center software platforms are also usually customizable depending on your business requirements and type of services.
